Customer Service & Technical Support Analyst

ASM Research, An Accenture Federal Services Company; Boise (ID); On-site; USD 28,000 - 30,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company seeks an intermediate level Customer Service Associate to manage inbound/outbound calls, emails, and web chats, delivering timely, courteous support in line with SLAs. This role emphasizes addressing COD processing data and client inquiries with accuracy and empathy.

The ideal candidate has 2–5 years in customer service, strong communication, attention to detail, and the ability to adapt to new procedures while maintaining quality service.

Qualifications

• 2-5 years or related experience in Customer Service or public relations.
• Excellent customer service skills.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.

Responsibilities

• Maintains end-to-end responsibility for customer's support needs providing timely, reliable, and courteous service.
• Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.
• Researches and analyzes customer service issues to provide information and solutions in a timely manner.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Support Services shall be executed in compliance with processing and program guidelines published by Customer.

Skills

Excellent customer service

Strong communication

Detail-oriented

Problem solving

Time management

Tactful communication

Education

High School Diploma or GED

Job description

ASM Research, An Accenture Federal Services Company seeks an intermediate level Customer Service Associate to manage inbound/outbound calls, emails, and web chats, delivering timely, courteous support in line with SLAs. This role emphasizes addressing COD processing data and client inquiries with accuracy and empathy.

The ideal candidate has 2–5 years in customer service, strong communication, attention to detail, and the ability to adapt to new procedures while maintaining quality service.